YES Call Center Lead - Tampa Metro Area YMCA

Under the direction of the YMCA Engagement and Solution Center (YES Center) Director of Operations, the YES Center Call Center Lead will be responsible for call campaigns, membership and programs that support Family Center operations. They will also play an essential role when it comes to identifying what members want while providing excellent and professional customer service, including, but not limited to, diffusing unhappy members when needed. This position will be responsible to ensure a service-oriented and professional working environment, executing necessary actions for motivation. The YES Center Call Center Lead will provide necessary reporting on outcomes of campaigns to the YMCA Engagement and Solution Center (Yes Center) Director of Operations. This position will support the YES Center Director with training and retraining of Welcome Center staff and ensuring center staff have tools necessary to support members and program participants. The Lead works hand in hand with the YES Center Business Services Lead to make sure that all aspects of the YES Center are running smoothly on a daily basis.

The YES Center is open hours to support the Call Center and Family Centers. Hours of operation will include mornings, afternoon, evenings, weekends and holidays. Ability to work various shifts and hours is a necessity based on business demand.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES:

• Hire, supervise and manage YES Center Call Center Specialists, including onboarding and training.
• Create daily staff schedules based on call forecasts and initiatives, service level requirements, call handle time, schedule adherence, and adjusts the scheduling of YES Center Specialists as needed through monitoring of call statistics.
• Ability to manage day to day functions of the call center team with minimal supervision from the YES Director of Operations.
• Function as an association trainer in systems and processes used; ActiveNet, Open Doors, AlertMedia.
• Handle calls to increase program fulfillment, membership sales, renewals, and other initiatives as developed by Operations.
• Collaborate with YES Director and Center Membership Directors to establish needed campaign calls and Family Center goals.
• Assist in development of call metrics and strive to meet or exceed while providing excellent and consistent customer service, then managing staff performance against those metrics.
• Daily, weekly & monthly reporting on call center metrics to YES Center Director and team.
• Responsible for creating and following published SOPs in order to optimally support members, program participants and Family Center staff.
• Ability to work towards common goals and objectives in a collaborative and team-centered environment.
• Perform all duties, tasks and projects as assigned by supervisor.
• Assist with other projects as needed and participates in all staff meetings and/or related meetings.
• Adhere to all policies, guidelines, rules, and best practices as outlined by the Tampa Metropolitan Area YMCA or directed by supervisor.
• Become internal leader or expert in call center technologies and technologies used.

Team Leadership

• Participate in and provide knowledge to innovation teams.
• Attend service delivery team meetings when expertise is needed.
• Provide system knowledge to all levels of staff and teams with focus on improving current processes.
• Lead new ideas and better ways of working to make things more efficient and improve the experience for members and program participants.

Safety and Risk Management

• Adhere to all Federal, State, and local safety regulations, as well as all YMCA policies and procedures related to the safety, health, and welfare of members, participants, guests, and staff.
• Ensure that all Tampa YMCA standards, leading practices, and policies are implemented and consistently followed, including those related to emergency procedures, child abuse prevention, and appropriate supervision.
• Adhere to policies and procedures related to managing high-risk activities and supervising participants and boundaries with participants when applicable.
• Ensure implementation of and follows all training requirements including risk management and child abuse prevention training in addition to ensuring proper reporting of all incidents/accidents according to risk management procedures.
• Maintain a safe and healthy environment at all times, including performing daily safety checks of program areas, equipment, and supplies.
• Maintain proper records, including certifications, meetings and trainings.
• Maintain an emphasis on safety in all areas of responsibility as they relate to members and staff.
• Front desk personnel—ensure member or association guest are properly signed in and signed out, ensures only authorized adults are allowed in the facility, etc.
• Contribute to creating and maintaining a safe, positive, and respectful environment for members, guests, and staff.
• Promptly report any suspicious or inappropriate behavior, as well as policy violations, following established association procedures.

Education/ Experience Required:

• Bachelor’s or Associate’s degree preferred, or equivalent in professionally compensated experience, is required.
• Minimum of 4 years’ experience working in a membership operating system.
• Excellent verbal, interpersonal and problem-solving skills.
• Ability to work in a fast-paced and constantly-changing environment.
• Ability to multi-task.
• Ability to relate effectively to diverse groups of people from all social and economic
  segments of the community.
• Ability to handle conflict professionally and manage conflict resolution in a timely manner.
• Previous customer service, sales or related experience.
• Knowledge of computers.
• Must be able to work flexible hours including evenings, weekends, and holidays.
• Able to learn and understand YMCA membership operating system and call center software.

Critical areas of expertise include:

• Expert knowledge of membership software and quick learner on phone systems and other software systems.
• Exceptional customer service, active listening, and verbal and written communication skills, and professional phone voice.
• Understanding of Y services and programs.
• Ability to train and coach staff across the Association on using systems.
• Adaptability and accountability.
• Working well in a team environment.
• Highly organized and able to multi-task.

Certifications/Trainings Required:

• Must obtain within 30 days of employment and maintain current certifications in CPR, AED and First Aid.
• Maintain other required certifications as stated in the training matrix.

WORK ENVIRONMENT AND PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job including, but not limited to:

• While performing the duties of this job, the employee is regularly required to use a computer for extended periods of time and be able to communicate using a computer and authorized work phone/smart device
• Ability to perform all physical aspects of the position, including but not limited to, walking, standing, bending, reaching, and lifting
• The employee frequently is required to sit and reach, and must be able to move around the work environment
• Ability to lift and move a minimum of 30 pounds
• Specific vision abilities required by this job include close vision, distance vision, and the ability to adjust
• Ability to work in a variety of environments, specifically those subject to extreme humidity/dampness, heat and cold
• The noise level in the work environment is usually moderate
• This position may require availability to work flexible hours including evenings, weekends, and holidays as needed
• Must be able to perform all duties and functions of those that are supervised

Click HERE to review guidelines and best practices for submitting an application

Full Time Benefits Summary:

• 20 days of Paid Time Off, increasing with service
• 7 paid holidays
• Employer-supported health, vision, dental insurance
• Tampa YMCA family membership
• $2,000 employer-provided assistance for qualified dependent care programs (before/after school care and camp)
• 20% off program fees (swim lessons, youth sports, summer camp and more)
• 30% off personal training
• Start at 403 (b) smart savings account through YMCA Benefits on day one of employment (optional)
• Employee Assistance Program (EAP) through BayCare Behavioral Services (phone and online)
• Professional development opportunities through Y-USA trainings
• Retirement plan eligibility: After completing 1000 hours of service over two, twelve-month periods and at least 21 years of age, part-time and full-time associates are eligible for the Tampa YMCA to contribute 12% of your earnings to a 401(a) account. Once enrolled, the associate is immediately vested.

Association Summary:

The Tampa Metropolitan Area YMCA is a top-rated ‘4-star’ Charity Navigator and Guidestar ‘Gold’ rated non-profit charitable organization for youth development, healthy living and social responsibility. Join a cause-driven association focused on empowering every individual in our community to reach their healthiest and most fulfilled life. Learn more about the Tampa YMCA at www.tampaymca.org.

• 14 Family Center Ys, 65-acre outdoor adventure camp, Community Learning Center, two program centers, 27 afterschool sites, 18 Early Head Start sites
• Largest youth development and health & wellness provider in the region
• 300,000 community members served
• 1,600 staff members
• 1000 volunteers
• $50MM in revenue
• An independent 501(c) 3, locally-governed and managed

Located in sunny Florida, the Tampa Metropolitan Area YMCA offers an ideal location with beautiful weather affording a desirable setting for an active outdoor lifestyle year-round, is close to many beaches and theme parks and Florida is one of very few states that has no state income tax.

The Tampa Y is an equal opportunity employer and a drug-free workplace.